Effects of in-flight food and beverage service on customer satisfaction

In aviation industry where competition is on top level airlines are using various marketing tools in order to put themselves in a different position than the others and gain the competitive advantage. Customers do not perceive flight travel as a regular way of traveling, they perceive whole process as a special experience, and the part sticks in their mind the most is the in flight food and beverage service. The study consists of three parts. First part explains civil aviation, airlines and catering and in flight food and beverage service topics. Second part focuses on customer satisfaction and service quality concepts. In third part, application on passengers who experienced international flights and results of this application are presented In this study, it has been identified as in-flight food and beverage service effects customer satisfaction and various variables changes the level of impact. KEY WORDS: Catering, In-flight Service, Food and Beverage Service, Customer Satisfaction